Req ID: 303227

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Contact Center Manager - Utility Billing to join our team in CHICAGO, Illinois (US-IL), United States (US).

We seek an experienced Contact Center Manager with a demonstrated understanding of customer service and contact center management tools and processes (e.g. ACD, Digital, ITSM tools, CRM applications, Reporting, etc.). This person will oversee contact center operations ensuring high levels of customer satisfaction and fulfillment of client needs, champions the success of all performance and SLA goals and fosters a quality driven culture.

• Monitor dashboards, workloads, service levels and assignments across customer contact channels.
• Assist staff with questions and customer issues being a point of reference and guidance in the department.
• Help to coordinate the resolution of urgent matters and escalations.
• Address employee relation issues including those pertaining to attendance, scheduling, productivity and performance.
• Service inbound calls and emails and place outbound calls when necessary to follow-up with customers.
• Promote positive employee and customer relations and maintain the highest standards of ethics, quality and service.
• Provide professional, customer centric service to external and internal customers.

• Work closely with NTT DATA Management and the client's management to ensure customer servicing issues are properly escalated and resolved.
• Monitor contact channel dashboards and reports ensuring that agents are adhering to set schedules, servicing their assigned workloads and being productive contributors of the team.
• Assist Management with various administrative processes pertaining to individual time keeping, attendance, performance reporting, scheduling, facilities, communications, department expectations, etc.
• Help onboard new staff to ensure that they are being provided with the tools and resources they need to get working successfully.
• Conduct periodic One on One coaching sessions with all assigned staff to discuss results and their experience.
• If needed or as instructed, conduct training sessions covering various departmental topics.
• Assist with, coordinate and supervise assigned special projects and tasks.

• Be a Subject Matter Expert and point of reference on departmental policies, procedures and processes.
• Handle escalated and/or complex complaints, disputes and inquiries received in accordance with policy.
• Ensure that staff receive assistance with their service issues and questions.
• Act as a liaison with NTT DATA and client's departments, personnel and business units.

• Based on need, log into the ACD and/or email queue to be available to service customers.
• Maintain contact with customers via phone, email, fax and business correspondence.
• Explain and administer company policies and procedures pertaining to the servicing of accounts.
• Communicate effectively with internal and external customers, determining corrective action to ensure customer satisfaction.
• Respond to all assigned customer correspondence and voicemails in a timely manner.

• Minimum of three years' experience in a customer service and/or call center role dealing with the public
• Minimum of three years' experience with Microsoft Word, Excel and CMS/CRM applications
• High school diploma or GED required

• Experience working in a billing and account related service role